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Customer service is an important factor in developing a wide and loyal customer base. A customer service plan deeply examines customers' perceptions and expectations of a company, and guides the company through the process of bringing its customer service activities in line with customers' needs. Knowing how to create a customer service plan can help you to continually offer a highly competitive customer experience.

1.

Interview customers to gain a deep understanding of their experiences with your company and your competitors. Ask customers to describe their expectations for your type of business, and try to discover any unmet needs. Use a variety of survey methods, including in-person interviews, online surveys and focus groups.

2.

Create a thorough analysis of your current operations, focusing on the customer service element. Draw process flowcharts and service-area diagrams to visualize the way your employees interact with customers. Write a process narrative describing an average customer experience in your establishment from customers' and employees' points of view.

Ask front-line employees to assist you in this step; these employees may know more about how your customer service outlets truly work than you do yourself, because they are always on the front line.

3.

Create a table that lists the most important customer service factors discovered in your interviews, and rate your organization's performance in each area. Use this chart to identify which areas of customer service you already excel at, and which areas may need improvement.

4.

Generate a list of possible strategies to bring your operations into line with customers' expectations and unmet needs. Tackle one or two issues at a time, focusing on your identified weaknesses first. Possible strategies for customer service improvement include redesigning processes, physical spaces, employee training programs, methods of service delivery or employee incentive programs.

Consult your front-line employees again at this step. They are likely to know exactly what they need to accomplish their jobs more effectively, whether it be adding something new, redesigning something, or eliminating something from their daily routine.

5.

Implement your chosen strategies, and conduct more interviews to measure the outcome. Allow some time to pass, depending on the scope of your changes, before surveying customers again. Interview the same groups and individuals in addition to seeking out new voices. Consider surveying your employees at this stage as well, to determine how the changes affect your staff.

Things Needed

Customer survey volunteers

Employee survey volunteers

Tip

Develop new customer service plans at regular intervals to ensure that your company remains at the top of its industry in customer satisfaction.

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About the Author

David Ingram has written for multiple publications since 2009, including "The Houston Chronicle" and online at Business.com. As a small-business owner, Ingram regularly confronts modern issues in management, marketing, finance and business law. He has earned a Bachelor of Arts in management from Walsh University.